Verint does the basics well - a great starting point
Updated May 07, 2024

Verint does the basics well - a great starting point

Declan Findlen | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint Workforce Management

We use it for our entire CS department. It houses all schedules for our entire network. We use it to manage projected staffing and performance and to ensure agent adherence to defined schedules. We use it for our Frontline organizations, as well as all of our Specialized organizations as well. Verint is essentially our central software

Pros

  • Easy to create schedules
  • Easy to connect to our third party systems
  • Easy to view projected staffing performance

Cons

  • Whenever we have issues or suggestions for the platform, it takes us multiple requests to get it addressed
  • Troubleshooting requires multiple sessions with multiple parties before fix
  • Improved service goals
  • Reduced overhead expenses
I like Verint more - Aspect basically had no insight into projected staffing so that is where Verint is better. However, we find that Aspect was much easier to edit schedules in bulk and to edit schedules over the course of a couple of months. Overall, there are positives and negatives to both

Do you think Verint Workforce Management delivers good value for the price?

Yes

Are you happy with Verint Workforce Management's feature set?

Yes

Did Verint Workforce Management live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint Workforce Management go as expected?

Yes

Would you buy Verint Workforce Management again?

Yes

Unsure of the behind-the-scenes here - in Aspect we did not have projected staffing performance, so something is better than nothing when it comes to something like that. On the surface, the forecast system looks good and will be something we potentially look in 2024 and into 2025 as far as future planning
I have never used it but it is used across our network. Agents use it to submit PTO and to check their daily schedules. We have not received many complaints or concerns, and I believe the usage is growing. Agents seem to be happy with the mobile application and it matches what we expect
The platform is exactly what we need to run our business - we just need Wayfair-specific solutions to be heard and acted on from our stakeholders. There are often ways in which we think the system can work better for our Wayfair-specific business model. We will build the partnership into 2025

Verint Workforce Management Feature Ratings

Using Verint Workforce Management

3000 - Customer Service uses Verint, as well as Sales teams. We have WFM for both groups that use Verint to house schedules. So, our entire network of about 3000 agents all use Verint daily to read their schedules, book PTO, monitor their days, and adhere to the contact types that we assign them
30 - Attention to detail is very important in those roles. Analysts are asked to monitor expected performance and to make changes to contact assignment based on this expected performance. Analysts also need to be able to build schedules and shifts and shift events to match business need and agent requests to us
  • Customer Service Staffing
  • Sales Staffing
  • Contact Forecasting
  • Forecasting
  • Expected Performance
  • Schedule Generation
  • Shift Bidding
  • Ranking System
  • Forecasting
It's not really my decision to renew or not to renew Verint Workforce Management, but at this point we have spent so much time building out shifts and shift events into the system that I would prefer to remain with Verint. Additionally, there are features that we have yet to use but would like to try in the future

Evaluating Verint Workforce Management and Competitors

Yes - For us Verint replaced Aspect. Aspect had been with our company for a couple years and it felt outdated and behind the current times. Leadership was looking for something that had more automation and could save our analysts some time. The switch to Verint ended up being the right move for the company
  • Scalability
  • Ease of Use
Ease of use was definitely the most important factor in our decision. As mentioned, we wanted to save human errors by going with something that was a little more automated. We also have a pretty large network, so we needed something that could easily build alongside us as the company grows as well
I think we should have done more testing on the Queue Statistics page. We often have incorrect expected performance data that does not match our outside-the-system forecasts. Our business is a little more unique than the system allows (in terms of overflow levers, etc). I wish we knew more about that going into the usage

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 2 years ago
    Hi Declan – thank you so much for taking the time to provide a review for Verint WFM. Glad to hear that Verint is your central software and that you enjoy the flagship features, such as scheduling and performance management. It’s also great to know that you’ve improved your service goals and reduced overhead expenses since you started using the solution. We also appreciate that you shared some feedback in terms of areas in need of improvement, such as feedback and troubleshooting processes. I have already shared your comments with the team. If you ever have advanced-level questions about WFM, please do utilize our AdviceLine / Ask the Expert service: https://www.verint.com/adviceline/ In the meantime, keep up the great work! Cheers

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